Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care.With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Group revenues in 2022 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC).To learn more about Convatec, please visit http://www.convatecgroup.comAs an Application Support Analyst in our new APAC Global Business Services Centre (GBS), you will have an opportunity to play a role in providing technical support and assistance to end-users across various business applications, including, Manufacturing, Labs, Logistic, Finance, Facilities, HR, etc. Your responsibilities will encompass troubleshooting, resolving technical issues, documenting solutions, and collaborating with cross-functional teams. You will be expected to stay updated with IT trends and innovations, contribute to continuous system improvements, and maintain a high level of service quality. This role may require shift work and on-call availability.Our APAC GBS supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be required.YResponsibilities:Provides 2nd level Application/System end-to-end support experience for the customer as well as COTS componentsTroubleshoots and identifies resolution for complex issues within defined SLAs using available workarounds or permanent fixesInitiates and drives problem management activitiesParticipate in Incident and problem management according to ITIL standardsCreates and maintains system and service documentation, including knowledge sharingGenerates application reports using availability and performance management toolsetFosters interaction and collaboration with customers, internal teams (i.e. L1, L3), and 3rd partiesContributes to project specific task with/without technical lead function.Continuous improvement, both quality and efficiency wise in the areas of application monitoringResolve support tickets in a timely manner and escalate to third party or vendor support if necessaryStay informed about technological advancements and trends in IT support.Troubleshoot and identify resolutions for complex issues within defined SLAsFoster interaction and collaboration with customers, internal teams, and third partiesContribute to project-specific tasks with or without a technical lead functionAbout YouExperience in IT support or software engineeringProficiency in providing technical support and resolving queriesProficiency in ITIL best practices is requiredAbility to perform well under stress and provide reliable solutionsCapacity to stay updated with IT innovations and trendsDesirable experience in application support in complex environmentsCreative, analytical thinker with an outcome-focused personalityWillingness to participate in on-call dutiesExceptional teamwork and collaboration abilitiesStrong communication skillsLanguageGood written and spoken English is essentialA proficiency in Mandarin Chinese and/or Japanese as well as other Asian languages is advantageous but not mandatoryQualifications/EducationDesirable a degree in Computer Science, Information Technology, or a related fieldOur ambitions will bring the very best out in you. You’ll be pushed to aim higher and really own your work. You’ll be encouraged and supported to make things happen, too. It can be challenging. But, as the progress you make will help improve the lives of millions, it’ll be worth it.This is stepping up to a challenge.This is work that’ll move you#LI-SA1#LI-HybridBeware of scams online or from individuals claiming to represent ConvatecA formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at .Equal opportunitiesConvatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.Notice to Agency and Search Firm RepresentativesConvatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.Already a Convatec employee?If you are an active employee at Convatec, please do not apply here. 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